The new improved webform is online now! Residents and representatives can access the form online today.
Start typing the name of your landlord and select from the list.
Your landlord is a registered member of the Housing Ombudsman Scheme.
Your landlord is not a member of the Housing Ombudsman Scheme.
We only consider complaints about landlords that are members of the Housing Ombudsman Scheme.
Help if your landlord isn't registered (opens in a new tab)
If you live in or are applying for a property owned or managed by a local authority, please note there are some issues we are unable to consider. For example:
The Local Government and Social Care Ombudsman may be able to help you (opens in a new tab)
We will not be able to consider a complaint about the issues you are raising.
Find out who can use the Housing Ombudsman Service(opens in a new tab)
We only consider complaints if you are, or have been, in a landlord/tenant relationship with a landlord that is a member of the Housing Ombudsman Scheme.
This includes:
In some cases, we can accept a complaint from a representative of any of the above, who is authorised by them to make a complaint on their behalf.
We can only accept a complaint from a named tenant or leaseholder, or a representative that is authorised to act on their behalf.
Bringing a complaint for somebody else (opens in a new tab)
We need consent from the tenant or leaseholder to authorise a representative to bring a complaint to the service on their behalf.
We will not consider complaints that, in the Ombudsman’s opinion, are or have been subject to legal proceedings. We may also not consider a complaint where:
If possible, please provide the following information.
Please upload a copy of your stamped claim form on the supporting evidence page at the end of this form.
A complaint is an expression of dissatisfaction about the standard of service, actions, or lack of action by your landlord. A complaint is not the same as making a service request.
Landlords must have a 2-stage complaints process. When you complain to your landlord, it must acknowledge a complaint at stage 1 of its process within 5 working days and supply a written response within 10 working days from the date of acknowledgment.
The Ombudsman can only consider a complaint which has been through both stages of a landlord's complaint process.
If you have reported an issue to your landlord and you do not think it has taken appropriate action or responded in a suitable way, you can make a complaint to your landlord to let it know what you think has gone wrong.
How to complain to your landlord (opens in a new tab)
Your landlord still has time to respond to the complaint.
You must allow your landlord 15 working days to provide a complaint response in writing.
Waiting for a complaint response (opens in a new tab)
You should have received a complaint response from your landlord.
We can help you get a complaint response if we have evidence that your landlord is not following its complaints process.
We will need to see a copy of the complaint you made to your landlord. You can upload this on the supporting evidence page at the end of this form.
Continue with this form, we will ask you to upload a copy of the complaint you made to your landlord.
Contact us for advice if needed (opens in a new tab)
You should contact your landlord directly if it has not provided a complaint response.
We will now ask for further information about your complaint.
Landlords must have a 2-stage complaints process and we can only consider a complaint that has been through both stages of the process.
If your landlord has provided a stage 1 response and you remain dissatisfied, you can request to escalate the complaint to stage 2.
The stage 2 response is sometimes referred to as the landlord's final response.
We can only consider a complaint that has been through both stages of a landlords' complaints process.
If your landlord has provided a stage1 response and you remain dissatisfied, you can request to escalate the complaint to stage 2.
In your request to escalate the complaint, you should let your landlord know why you do not agree with the actions or decisions set out in its stage 1 response and what you think it should do to put things right.
Your landlord has 20 working days to provide a stage 2 response from the date you make the request.
How to escalate your complaint to stage 2 (opens in a new tab)
We can help you get a response from your landlord where we have evidence that it is not following its complaints process.
We will ask to see a copy of the complaint you made to your landlord. This will help us understand if the landlord is not following its complaints process.
In some cases, we can make orders for the landlord to respond to you.
You must allow your landlord 25 working days to provide a complaint response in writing.
Information about the stage 2 response (opens in a new tab)
You should have received a stage 2 complaint response from your landlord.
We will need to see a copy of the stage 1 complaint response you received and the request you made to escalate the complaint to stage 2.
Help escalating your complaint (opens in a new tab)
We will now ask for further information about your stage 2 response.
Please note, we cannot consider a complaint where the stage 2 complaint response is dated more than 12 months ago.
Your stage 2 complaint response is dated more than 12 months ago.
We cannot consider a complaint where the stage 2 response is dated more than 12 months ago.
Your stage 2 complaint response is dated less than 12 months ago.
We will now ask you to provide more information about your complaint.
Action from your landlord could include:
Where possible we will work with you and your landlord to resolve a dispute.
We may make orders or recommendations to the landlord to put things right, based on our findings. It is helpful to let us know what you would like your landlord to do to put things right.
This could mean telling the landlord to:
Information provided in this section of the form will be used for monitoring purposes only. The answers you give will be stored on your complaint record, however caseworkers working on your complaint will not access this data.
If there is information relevant to the handling of your complaint which you wish caseworkers to be aware of, you should consider recording it within the other sections of this form.
Further information about how the Housing Ombudsman Service handles your personal data can be found in our privacy notice. (opens in a new tab)
This is your last chance to save the form for later.
The next page is the form upload page where you can submit your supporting evidence and you cannot save beyond this point.
Once you continue to the next page, you will be asked to upload the supporting documents to your complaint. Then you can continue to the final page where you have the chance to review your answers and submit the form to the Housing Ombudsman for review.
If you do not have the forms ready to upload, you can select the save for later option at the bottom of this page. Once you save the form, your answers will be saved for 14 days, and you will receive an email with a link to access the saved form.
After 14 days, if you have not returned to complete the form and submitted it to the Housing Ombudsman, the information you have completed on the form will be deleted and you will be required to start again.
The evidence you provide will depend on where you are in the complaints process.
If you have completed both stages of your landlords' complaints process, please provide:
If you have not received a stage 2/final response, please provide:
If you have not received a stage 1 response, please provide:
If you have told us that your complaint has been subject to court proceedings and you have your stamped claim form, please upload the document for review. Please note, we only accept the file types: pdf, doc, docx, jpg, png.
You can upload up to 4 documents and the maximum total file size is 5 MB.
Please upload a copy of your complaint and the stage 1 and stage 2 response from your landlord. If you have not received a stage2/final response, please provide a copy of your stage 2 complaint.